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Customer Success Playbook Episode 8 - Greg Daines - 23 Ways to Reduce Churn
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Greg Daines is the founder and CEO of Churnrx.com. He holds multiple advanced degrees in business and economics from MIT and Cambridge University. This episode is a discussion about Greg's ebook 23 Ways to Reduce Churn in 2023.
Discussion Points
- Greg emphasizes that business has fundamentally changed and old ideas about customer retention no longer work.
- He mentions that customer success at scale is challenging and even seemingly similar customers can have different outcomes.
Key Insights
- Greg stresses the importance of data in justifying best practices for customer retention.
- He criticizes commonly used metrics like churn rates, stating that they are often distorted and don't provide a clear picture.
Final Thoughts
- The episode aims to provide actionable insights for customer success professionals, with Greg's eBook serving as a resource for reducing churn in various stages of the customer lifecycle.
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